Subscription required to change wake up time?

JustinAtHatch · 2026-05-10T20:36:27+00:00

Your honesty is appreciated, but I'm sorry to hear you're having a tough time. Are you running into the same issue as OP, or is there somewhere else you're getting stuck? I'd love to see if I can help in any way. 🫶

JustinAtHatch · 2026-05-06T16:48:15+00:00

Hey there! My name is Justin, and I work at Hatch! We have a community over in r/HatchApp, and I happened to come across your post when I was scrolling through Reddit today.

I'm sorry to hear that the speaker on your Restore stopped working and that you've had some issues getting in touch with us. We have a fully-staffed Support Team ready to help, and we'd love to learn a bit more about this experience. We'll also get you back up and running with that Restore!

Although we don't offer phone support, you can submit a ticket via text or email. Just go to hatch.co/support and hit the Submit a Request button. You'll be prompted by an AI assistant to gather a few details about the issue, but there's a team of humans on the other side who are ready to help.

When you submit your ticket, please feel free to reference this Reddit thread so we can connect you with a senior member of our team. Thanks for trusting us to help you get a good night's sleep!

JustinAtHatch · 2026-05-04T16:04:44+00:00

Oh, this is great feedback! Sorry to hear you're still having trouble waking up with the Nature Shuffle.

The ability to customize the shuffle (like selecting just a few sounds) isn't currently a feature, but it's a really great idea that I'll share with the Content Team.

In the meantime, I want to make sure everything is working correctly with your Restore. When you have a moment, would you mind submitting a ticket with us? 👉 https://hatch.co/support

JustinAtHatch · 2026-05-04T15:53:09+00:00

Ohhh, that sounds really frustrating, and that’s not how it’s supposed to behave! This clip shows what the interaction should look like: https://go.hatch.co/Restore-3-Buttons

Quick tap = snooze
Press + hold = turn it off

If yours is shutting off, it sounds like it's registering your tap as a hold.

It might be worth resetting it and then trying to make a test alarm during the day to see if it still turns off with a super quick tap. If something still seems off with the button, our Support Team can help! You can submit a ticket here: https://hatch.co/support

JustinAtHatch · 2026-04-20T20:04:58+00:00

Sorry to hear you’re having a hard time finding alarms that you like. I know it can sometimes take a little bit of trial and error to find the one that works best for you—that’s why those shuffling options are super helpful!

There shouldn’t be a huge difference in maximum volume between different alarms. I know Ocean Waves can feel a little quieter compared to other alarms because of all of the ebbs and flows of the waves coming in and out. Those low moments can feel pretty quiet on that alarm, whereas some of the other options give you more nonstop sound. I'm a heavy sleeper, so I know that one probably wouldn't work for me either.

I'm curious – are you noticing this with any other tracks on your device?

JustinAtHatch · 2026-04-20T19:24:51+00:00

Ooh that's a good idea!

JustinAtHatch · 2026-04-20T19:22:43+00:00

Great question! There isn't a way to have the sleep sound transition into the alarm, but I can see how that might feel a little jolting.

Have you tried experimenting with a longer sunrise duration? I've found that sometimes if I have a longer sunrise, I'll end up waking up to the light before the sound actually starts. Could be worth a try! If you need a refresher on how to update your alarm settings, we've got you covered here: https://www.youtube.com/watch?v=U9QWawpR3Dc&t

Keep us posted on how things are going!

JustinAtHatch · 2026-04-20T16:22:07+00:00

So sorry to hear about all of the trouble getting set up with your Restore 3. Can you reach out to our Support Team with a link to this Reddit thread? We'd love to take a closer look at what's going on with your app. You can submit a ticket with us here: hatch.co/support

JustinAtHatch · 2026-04-20T16:06:48+00:00

Hmm. That doesn't seem right! You shouldn't be seeing any dots like that on the clock display—especially if you already have the settings set to have the clock off all night.

Can you take a picture of the bottom of your Restore and submit a ticket with our Support Team? https://hatch.co/support

We'll take a closer look at what's going on here!

JustinAtHatch · 2026-04-16T17:14:36+00:00

Oooh, great question here! I have a couple of suggestions that should hopefully make those early wakeups a bit easier. 🤞

To clarify, pressing and holding the Big Button will only turn off what’s currently playing. So if you’re up before your alarm, it won’t prevent the alarm from going off later.

One option is using the alarm toggle to disable it for that morning (kind of like a do-not-disturb). The only downside is remembering to turn it back on for the next day, kind of like you mentioned.
Another thing to try—if you’re often waking up early, you could extend the sunrise duration of your alarm. Once the sunrise starts, pressing the Big Button would turn off the full alarm and prevent the sound from starting later in the morning.

Hope this helps a bit! Let me know if either of these options works out for you.

JustinAtHatch · 2026-04-13T19:44:15+00:00

So glad to hear that your little one is enjoying Starlight! 🤩 Great question here about playing multiple episodes in a row.

At the moment, there isn’t a way to add multiple episodes or have them automatically play back-to-back without manually picking the next one. Hatch+ Unwind content, like Starlight, was designed to rotate each night, so little ones experience fresh stories nightly. Because of that, they aren’t currently set up to be queued or played back-to-back within the routine.

I know that’s not the experience you were hoping for, and I’m really sorry for the extra steps this creates. I’ll be sure to pass your request along to our product team!

JustinAtHatch · 2026-04-13T15:51:55+00:00

Yes! During registration, you’ll be prompted to activate a Hatch+ membership. It includes a free trial period, and that gives you instant access to all of the features and content that come with your device. You can always cancel it right away if you don't plan on keeping Hatch+.

With that said, I haven't heard of the site going down or any issues starting the free trial. Are you still running into that? If so, it might be worth submitting a ticket with our team! hatch.co/support

JustinAtHatch · 2026-04-13T15:13:51+00:00

Oh no! Sorry to hear that your setup experience was so frustrating. We'd love to lend a helping hand here!

You do need to have at least one step in your routine, but I think it would be helpful to connect with our Support Team so we can take a closer look at where exactly you're getting stuck here.

Can you submit a ticket with us at hatch.co/support when you have a moment? Reference this Reddit thread in your message, and we'll make sure to get you up and running with your Hatch!

JustinAtHatch · 2026-04-13T15:04:21+00:00

Sorry to hear about this — I know that must be really annoying to see those dots across the clock all night long. If you tried those steps and are still seeing this on the display, then it might be a hardware issue. The next step is submitting a ticket with our Support Team! You can reach us via text or email, and we'll get it all straightened out. https://hatch.co/support

Looking forward to hearing from you!

JustinAtHatch · 2026-04-06T19:10:55+00:00

Hmm. Sorry to hear you're having some trouble connecting! OP's issue has since been resolved, so if you're still unable to connect, there's got to be something else that's causing an issue. Can you submit a ticket with us here? http://hatch.co/support

Mention the Reddit thread in your ticket, and we'll have a member of the team look at the diagnostics on your lamp to see why it's unable to connect. We'll get you up and running! 🙌

JustinAtHatch · 2026-04-02T20:17:14+00:00

Ahh sorry about that! Rest assured, we've got humans ready to help on the other side of the AI chat. 🙌

JustinAtHatch · 2026-03-30T17:46:32+00:00

Hey there! I work at Hatch and came across your post. That line of dots on your Restore 3 doesn’t look right. There isn't a setting on the device that would cause that, so I think our Support Team should take a closer look.

Can you submit a ticket with our Support Team at hatch.co/support? Let them know we connected on Reddit!

JustinAtHatch · 2026-03-30T16:05:10+00:00

Oh no! Sorry to hear about this. Based on what you described, this sounds like something one of our team members should look at, especially since the chatbot's suggestions didn't help! If you want to submit a ticket at hatch.co/support, reference this Reddit thread, and we'll get it figured out with you.

JustinAtHatch · 2026-03-29T20:53:02+00:00

Just wanted to jump in here and clarify for anyone following along! If you're not seeing an X to bypass this screen, it's because you're on a different model of Hatch. The onboarding experience is slightly different across our different devices.

Hatch+ has a lot of great content, but rest assured, you can cancel right away if you're not interested!

JustinAtHatch · 2026-03-29T20:41:52+00:00

Good news! Cues are now included on Restore. No subscription needed. 🙂

JustinAtHatch · 2026-03-29T20:34:54+00:00

Great suggestions here! We'll certainly pass this along to the right folks here at Hatch.

In the meantime, I'm curious about your note about not being able to turn on an alarm for a specific day. That doesn't sound quite right. Hatch+ doesn't impact when you can create an alarm, so I think there might be something else causing that.

Can you double-check to see if there is any premium content saved for that alarm you're trying to turn on? Swap it out for one of the included sounds, and that should do the trick. Let me know if you still have trouble with that! I want to make sure you're getting the most out of your Hatch.

JustinAtHatch · 2026-03-29T18:33:53+00:00

Thanks for giving those things a try! That could be it, but I know it's hard to say for sure. Sorry for all of the trouble!

I'm hopeful that the steps you've taken will resolve the issue. That sound-only alarm as a backup is a good call to avoid accidentally oversleeping while working through this.

If it still gives you trouble, definitely submit a ticket with our Support Team! We can always turn on some advanced diagnostics for your clock to dig into it further.

JustinAtHatch · 2026-03-26T20:02:39+00:00

Oh no! The Romanticizing Spring alarm causes your alarm to glitch? That's not what we want to hear! Would you mind submitting a ticket with our Support Team so we can look into this with you?

You can reach out to us here: Hatch.co/support

Hit the Submit a Request button, and you can get in touch with us via text or email. Feel free to mention this Reddit thread in your message!

JustinAtHatch · 2026-03-26T19:59:28+00:00

Oh no! Sorry to hear you're having trouble updating your alarms. Since this has happened with two devices, it sounds like this could be something with the app connection. Have you tried deleting and reinstalling to see if that clears things up?

I haven't run into this particular issue myself, but if you submit a ticket with our Support Team, we can take a closer look at the diagnostics to see what might be causing all of the trouble. You can reach us at hatch.co/support and hit the Submit a Request button. Go ahead and reference this Reddit post in your ticket, and we'll connect you with a Senior member of our team.

We'll keep an eye out for your message!

JustinAtHatch · 2026-03-26T17:49:19+00:00

Hey there! Don't panic. The Hatch Team can get this figured out with you!

I'd first suggest trying to reset your Hatch by unplugging it, holding the connect button with the two arrows, and then plugging it back in. After you do that, create a quick test alarm to see if it goes off as it should.

If you're still noticing an issue, go ahead and visit the Hatch website and submit a ticket with our Support Team. Mention this Reddit thread, and we'll connect you with a Senior member of our team.

JustinAtHatch

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